Finally sorted out billing. Alarm service seems to be working now. No further malfunctions.

We've leased a security system from First Alarm for over 20 years. One night, a door sensor was activated at our business. However, two motion sensors failed to detect any movement, which led us to believe it was a false alarm and not call the sheriff. Unfortunately, we were burglarized that night. When First Alarm sent someone out days later, they insisted the motion sensors were working fine. But our security cameras clearly show the intruder walking right past them without triggering anything. Their only solution was to suggest adding more motion sensors. Then, nothing. Weeks went by with no follow-up. We tried to cancel the service since the leased equipment failed to do its job, but they told us we were locked into a five-year contract. We've now spent over a week trying to get help, dealing with a customer service rep who's too busy with other customers to assist us. This has been one of the worst service experiences we've had. First Alarm is extremely expensive for what turns out to be unreliable equipment and poor support when it really matters. read more

I used First Alarm on multiple properties for many years. It was originally On-Guard security, which First Alarm bought. I have had multiple false alarms, which triggered a police call. I had a guy come out for a service call. He replaced 2 motion sensor batteries and was in a hurry to go. He told me it was an outdated system and needed to be replaced. He was there for less than an hour. In fact, it was immediately worse to the point where I had to unplug the system and remove the battery. I am being charged $561.25 (3 1/4 hours) for less than a 1-hour service call. It was waived and then rebilled. I asked for a quote to replace the system. After about three weeks and multiple calls, they came back with a ridiculous price-gouging quote. They wanted $1,700 for just labor for about a 2-hour job. ADT did it for $395. They were also charging me $45 per month, whereas ADT is $29. They offered to waive the service call, which was appreciated, only to renege on it and send me a bill anyway. I had not had a monitoring service do to their incompetence. As a result, I got a quote from ADT within an hour. They installed a new system the next day for about 1/3rd the cost and a $29 monitoring fee as opposed to First Alarm $45 fee. It is also a much better system. In trying to clear this up, the ladies on the phone were very rude and would not honor the service call that they said they would waive. Terrible business practices and price gouging. Since then, I have had ADT replace 2 other systems and am very happy with their prices as well as service and friendly customer service. I wish that I had recognized how badly I was being treated years ago. These people don't even deserve a "1". There is not 1 aspect of this company that was positive. Their system is substandard compared to what I got from ADT. I have waited about a month to write this review to see if they come clean. They did not and continue to harass me with this ridiculous bill that they at one time waived. read more

Knowledgeable staff, easy to talk to, spent plenty of time explaining everything. How it worked about how long the install would take and giving me option. I loved the no pressure sales approach. Definitely would recommend. read more

I would repeat all the other one star reviews but just read the rest. VERY POOR CUSTOMER SERVICE among other issue.

Old fashioned, aren't customer friendly. Their systems are antiquated relying only on phone lines which are the most unreliable in my area. Moving to Sentinal Security for a combo of phone and voip. 1/3 the cost read more

WORST CUSTOMER SERVICE EVER!!! Rude man answering phones and even worse service from Marissa. Just called back and the man acted like he couldn't hear me on the phone... unbelievable. They are scam artists who want your $ but provide horrendous service and even worse customer service. I'm waiting from a call back from managers Audrey and Chris to see if this is resolved... so far they won't even return my calls. Take your service elsewhere or prepared to be scammed!!! read more

Terrible customer service and billing department. The alarm system fails frequently and it's outdated, there are better alarm systems out there I DO NOT recommend this company. read more

First Alarm - Security Systems Near Me - Aptos, California

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Like being nickled and dimed for every little thing? Like companies that have extremely outdated technology? And do you like companies that will threaten you with collections before you even get the first bill? Then First Alarm is the company for you! I'd been a customer for over 8 yrs and they were great until about 3 years ago, and went downhill fast. They charged a ton of money to change one batter in one sensor (told me I couldn't do that myself, found out that was a lie). A short while ago, they told me I had to do a 5G upgrade on my system. Why do I need that AND a land line? Why do I need both? No one could explain that, but said I could sign ANOTHER 2 yr contract and pay only $99 for the upgrade, or pay $250 with no contract. So I went out and bought a whole new system that I can take with me if I move, installed myself very easily and quickly, and monthly cost is less than half than First Alarm. And they can send you communication specific to you and your location. First Alarm doesn't seem to know that Microsoft Word can do that! I'd run far and fast away from this company. read more

We have worked with First Alarm for quite a bit on our many properties. They have been very responsive, helpful and professional. Especially Hannah and Sandra. read more

Hannah Jackson was a huge help with getting additional information needed for a 24-hour battery test. I appreciate her responsiveness and willingness to help. read more

I had a big problem with not having enough FOBs for visitors to access our facility. I contacted First Alarm to order me new ones, and in a matter of hours they were able to send one of their techs to hand-deliver a couple of FOB packs. Now, that's what I call excellence in service. I would definitely recommend First Alarm in a heartbeat. read more

This is the worst company out there . They trap you in these out renew contract .a company should not be Abel to do that if some one is not happy with service they shouldn't hold hostage . There the worse company to use all they care about is there pocket And nothing else's .. don't make them let you believe that there the only fire monitor in area , or believe that there better then the bigger company .. business before you sign with them be careful . If you look at all there review there all pretty common .. to be carful.. read more

Can I please give them a zero! Exactly what everyone else said. Don't sign contract! run away. The door sensors don't work. Windows sensors don't work. And good luck getting out of a contract that doesn't fulfill. read more

READ THE REVIEWS! WORST SECURITY COMPANY EVER! Contact and file a complaint with the Bureau of Security & Investigative Services (BSIS) (800- 952-5210) if you are having trouble with this company. Watch out for their auto renewal policy in small fine print. Contract renewal laws changed in 2017 to protect you against companies taking advantage of you, check with consumer affairs as to how it relates to you. Jarl SaaL CEO, President of First Alarm will try anything to keep you paying for that old, outdated system, including threats of turning it over to a collection agency. I have 17 years of experience dealing with this company. Shame on me. I did not pay attention to their business practices nor their billings, since I had auto pay set up. I was paying $75 per year for "UL required fire inspections" which they never performed on my commercial building, but billed me for, just one example. I filed a complaint with the BSIS, contacted consumer affairs and have hired an attorney. Don't make my mistake.... read more

Do not waste your time or money with this company! Incompetent customer service! Brandy doesn't respond to emails or calls in timely manner (weeks), if at all, makes excuses, billing sends incorrect bills then company further wastes your time trying to get you to fix their mistakes. Obviously from seeing the same complaints in many other reviews, this is a consistently problematic dysfunctional business! read more

In 1996 I had an alarm system installed by Sentry Alert. I believe Sentry Alert was bought by First Alarm which was a seamless transition. System worked well, response times were great. I paid my monthly fee everything was great. It was not until 1.5 years ago, I began having problems with the system...duh it was old. I informed First Alarm I wanted to look into a replacement security system. That's when they turned into a 3-headed monster. First, I was told I needed to pay a cancellation fee and then if I wanted to stay with them they would charge a reconnect fee. I was still unsure of my plans so I cancelled my monthly service when COVID first hit. Well they turned into a virus! They demanded to schedule a time to come into my home to remove the now broken, outdated equipment. They repeatedly called me and continued to invoice me for months. I became ill and in spite of the nation dealing with a pandemic they continued to call me to schedule someone to come into my home. I'm attempting to recover and the woman on the phone is asking when is a good day to come by?? Did she miss the part when I informed her I was recovering from COVID?? Hello??? Fast forward 14 months later, they continue to call me, threaten to send my account to collections and then tell me there is now a buyout cost for the equipment. A buyout cost for equipment that is broken and 25 years old?? Equipment I paid for to have installed, paid monthly for 25 years??? Really...And on top of it my original agreement says NOTHING about a buyout cost. Overall, the service I received as long as I was a customer and paying monthly was great, however when and/if you change that relationship they will turn into sharks! read more

Worst and most petty customer service I've ever dealt with, and that's saying something. Their system is terrible, their techs even worse, and the people in the office don't give two shits. Run. read more

I work with a number of companies because we are a real estate development company. We had hired First Alarm to monitor one of our properties. Their billing department continued to bill us for several months for another customer and customer id. More than 3 phone calls, faxed letters and postal letters were issued to straighten this matter. I did not recieve a single response back and after 6 month received another improper bill where I called and was able to speak to a manager. She stated, the address and name had been corrected. No stars for their poor service. read more

Be very careful of this company. They make you sign a 3 year contract but tell you if you fall on hard times, you can get out of it. That is absolutely not true. They do not honor that statement. They also don't return phone calls or emails. It has been a miserable experience to work with them. I will NEVER EVER use this company again and I highly recommend you consider a different company as well. UPDATE: We were able to get out of the contract one year early by emailing and talking to the CEO. He granted us a pardon. Seems like he is a nice guy and wants everyone to be happy. read more

Their customer service is BAD! They treat you as if you are not important enough to get back with you when there are issues. I had to deal with them a few times and each time, I had to get back to them. We finally went to another company. If a company can't treat ALL their customers as important as the next, they are not in my book to use! read more

I've had an issue with my alarm that is taking 2 months to resolve. They say they have no idea what's causing the problem. Not an answer a paying customer/client wants to hear. I've done everything on my end to make sure Everything is operating correctly and they still insist it's not their problem. I am a business owner so I can definitely in a position to say their customer service is sub par. I've been hung up on with service department and the manager talks over me every time I am explaining my grievances. Today they no showed on me during the time they said I would expect a senior service tech. 2 mins before the end time I get a call saying that They forgot to call to say the were running late and chuckled. Not really funny since I have other things to be doing. Very annoyed. I will be exploring new alarm company options since this they are charging more next year for this Incompetent service. read more

When dealing with First Alarm it hard to tell what to dislike most. It could be the out dated equipment, prone to failures and false alarms. Or it could be the incompetent repair service, these guys couldn't pour water from a bucket, even if the instructions were written on the bottom. Then there's the customer service which is lousy and condescending. But I think the biggest issue it the bad attitude espoused by everyone there, It seems to permeate the entire organization and is undoubtedly responsible for it all. Life is simply to short to deal with these folks. read more

After 32 years of monitoring by First Alarm we will be terminating our relationship. Customer service has sunk below basement level. Two service calls did not resolve our alarm problem and literally as their tail lights were fading down the driveway the alarm malfunctioned. We had 5 false alarms and charges from the Sheriff alarm desk. When contacting customer service by email as we are stranded overseas due to covid, their response was on the order of two weeks and only demanding payment for a failed call, and responding that we probably had pest damage instead of "we will send someone out to fix the problem". read more

When we asked to disconnect service, we were not told that we were on a contract that we'd need to pay for regardless of canceling. We have also had no success in getting any help resetting our alarm code, even though we are not the ones who set it up to begin with. So basically it's been expensive and completely useless as we can't even turn it on and off when we leave the house. Very useless customer service, and the fact that they agreed to cancel the service without mentioning we're still contractually obligated to pay feels like it's bordering on fraudulent. read more

I purchased a home in Los Gatos with an existing First Alarm system. I called to have the system reactivated. I asked if I could have a fob with my system. I was told yes and quoted an amount for activation that I clarified would include the fob. After activation, I was informed my system was not fob capable and that I would need to pay an additional $500 to add the functionality of a fob. No one, at anytime during the process, advised me that when I had interruptions in internet service or electrical power that the alarm panels would emit noise until someone came home to silence them. The noise was emitted regardless of whether or not the alarm was on and you would not receive remote notification of the situation. You would hope as a customer that First Alarm would tell you about this potential situation since the noise is very upsetting to animals and that you would not have to know to ask. First Alarm, from my first phone call, was aware that I had an elderly dog, that I was a single mom and that I had not previously had alarm systems like the one in my new home. When I called and asked to have the monthly billing stopped after disconnecting my system from all power sources, I was told that I would be held to the two year cancellation fee. They would make no exception even though I had only had the service a few months. All I can say is buyer beware. I found First Alarm to be unreasonable, over priced and not fully transparent about fees and functionality. I really should have looked more seriously at Ring, nest, simplisafe and other products on the market. Based on my personal experience, they will do everything in their power to hold you to their contract terms. Your situation is of no concern to them once you have signed the paperwork. Think twice before you choose First Alarm as your service provider. read more

2 Years after installation my security alarm system started to have an annoying fault that loudly occurred only at 2am every 3-4 months. After a year of this nuisance, I notified First Alarm and they told me my equipment was defective and needed to be replaced, for a fee of course. I investigated this further and learned my equipment was fine, and that the problem was most likely caused by communication failures between First Alarm and my control panel. After sharing this with First Alarm, they tried to tell me my control panel was too old to process updates, thus the problem. When I explained it was a newer model, they dropped that argument and then tried to convince me the consistent 2am faults were just a coincidence, but still needed a field visit to resolve, for a fee of course. I asked how several faults occurring exactly at 2am could be a coincidence, and then they tried to convince me that when the temperature gets too cold the equipment doesn't work properly. That was a mistake because, 1) why the new issue, 2) it was only 60F when the latest fault occurred, and 3) what kind of POS equipment doesn't protect your house when it gets "too cold"? In the end, I politely called them out for their BS and rather than help their customer, they hung up on me. Conclusion: This company is garbage. Based on what I experienced, I think they are just looking for opportunities to make service call money. Don't waste your time or money with First Alarm. I'm looking for a new company and I suggest you do the same. read more

I had there service for 3 months and i couldn't take it any longer, the App that they provided never worked and i was always directed to some help line in New Jersey who apparently never worked. Alarm was triggered twice in the 3 months and i never got a phone call text or anything concerning my families safety, when i called them to let them know that i was all right they said because the alarm was turned off they don't follow up. Now I have a service that the app works, if my alarm goes off at 3 in the morning then i get a text and I can arrange for them to call if that's what i want, you don't have that flexibility with First Alarm at least it was never shown to me. Furthermore with all of these issues in only 3 months now they want me to pay the remainder of the contract, that's not right they didn't fulfill there end of the contract how are they expecting to get paid, the last thing I wanted to do was to look for another alarm company, review quotes etc.... but that's what it took to get away from FIRST ALARM. More to Come... read more

If you want a security system that is tailored specifically for your needs, with its operation clearly and thoroughly explained to you, my experience has been that this company will do that for you. First Alarm installed a home security system for me about a month and a half ago, and I have been VERY impressed with their customer service. Before I signed a contract with them, their security consultant spent over two hours with me at my home (at a time that was convenient for ME) discussing options, and explaining the pros and cons of various possible setups. After meeting with him, my housemate and I had several follow-up questions, and he answered each of my emails promptly, with clear explanations and responses. I felt that he was really trying to arrive at a security setup that would work for me rather than trying to sell me on any particular solution. After the system was installed, he came back for another visit, and spent an hour making sure I understood how to use the system and helping me set the cameras up to get the maximum benefit from them. When I had technical questions that he didn't know the answers to, he contacted the installation tech, and again provided me with timely and clear responses. Yes, the system is a little more expensive than a larger company might have provided, and yes, there is a three-year contract, but it's worth it to me to be dealing with a company that provides this level of personalized service. read more

I had an excellent experience with First Alarm when they provided security for my wedding. They quoted me at half the price of the company that was favored by my wedding venue, and they were twice as professional. Before the wedding they returned all of my phone calls and emails quickly and on the day of the wedding the guard was polite and unobtrusive. I would definitely recommend this company to a friend. read more

As a residential customer I've been very pleased with First Alarm's service. When a window was replaced recently and the alarm no longer worked, a very competent man came out to fix it. He really cared about my home's security, pointing our things I could do to make it more secure that had nothing to do with the alarm system. I especially appreciate the panic alarm they offer that my elderly mother wears whenever my husband and I are out - I don't worry about her falling and having no way to get help. Through the years I have only had good experiences with this company. Lea E. read more

Really appreciate the thoughtfulness put into my alarm system by First Alarm. I had a technician, Jay S. that did an outstanding job making needed adjustments to my system to make sure everything was right. For me, this local company has the resources and personal touch that makes a difference. read more

This organization is by far one of the most professional groups I have worked with. If you want to be treated with the best support and confidence when it comes to security, please call First Alarm. read more

After 11 years in our home, we finally decided to purchase an alarm system. FIrst Alarm was very professional and thorough. They tailored the quote to exactly what we needed and helped us decide on what options best suit our home. We were very pleased with the ability to pick and choose different options and "layers" of coverage. You can keep it simple or get high tech, if so inclined. The installer (Edgar) was "above and beyond" as far as dedication and hard work. He understood every detail of the system and was able to clearly and simply explain. He even cleaned up after the work was completed! His tutorial on usage was easy to follow and very thorough. We love our new system...cannot wait to add to its functionality! A top rating for First Alarm! read more

First Alarm is a poorly run company and I would not trust my business with them following my poor experience with them. I am in the process of reporting this business to the BBB and to local authorities after taking legal advice, writing to First Alarm after several attempts to resolve a potentially fraudulent situation, and receiving no response at all. Following 20 years of using their services my business needs changed and I terminated service in 2014. Two years later in 2016 I was contacted by First Alarm to retrieve alarm equipment which I was happy to oblige and allowed collection, though it was two years after I had terminated service. Two years after this in 2018 I received a bill for $500.00 for damaged equipment. Note, at the time of collection and afterwards, no documents were given to me, nothing was explained in the way of process, and this is now four years after I had actually used the service. The equipment had been in working order when collected. Assuming this surely to be some mistake I diligently called First Alarm to resolve this issue. First call, no resolution and another bill came. Second call I asked for a copy of my contract and this was agreed to be sent. Several months passed and nothing came. Finally I received a threatening bill stating my bill would be sent to a collection agency. I tried resolving this issue again through a call and through a certified letter sent to head office and also to my local office. No response. Finally I have received a letter from a collection agency for this bill. My credit score is in the top percentile; not paying bills or paying bills late is not something in my nature. At first I suspected poor business management however in reading online reviews of this company another possibility is this is a company that purposely tries to scam past customers and for this reason I am reporting this business to local authorities and consumer watch groups and the local media. They must be avoided at all costs. Please also note the review from O O on Yelp which is of a similar nature of carelessness and avoiding responsibility in which the President of First Alarm David Hood acknowledges poor billing process at the company. This was in 2009 and to have these same issues 9 years later shows real incompetence and a lack of desire to run a reputable business. read more

First alarm was such a pleasure to work with. The sales person came out and assessed our building and the next day I received a quote. Very reasonable. The installers got the job done in one day and explained everything. I would highly recommend them to any company. read more

We had to replace a smoke and fire detector unit. Our current installation is an older system and requires special attention. Greg completed the replacement effectively and efficiently while working with a minimum of detailed information. His work was superior in quality and his manner was highly professional. We continue to select the First Alarm team for all of our security needs since 1997. read more

I would give these predator zero stars if it was available. After being a customer of First Alarm over a decade we were forced to close our bus location & move out of state. They insist payment for early cancel I was in contract with First Alarm Security Services, Aptos, CA as a result of economic hardship we were forced to close our business location. Additionally we have move out of state and no longer reside in the state of California. I spoke with Brenda Rysdam 9/11/15 Regional Area Administrator explained our situation and requested that they can come by and pick up their equipment but she said removal is not necessary but I will be responsible for the remained of the contract. I told her that we have been a customer for over a decade and we moved our location due to economic hardship from a 6000 sq ft. show room to a 1000 sq ft. warehouse at the time they could have removed our equipment and keep our contract the same but the suggested leaving the equipment in place and setting up a new account due to location change. I did not expect that we will be closing our small shop after a couple of years nor will we be dealt with in such a way. Then I received email on March 11, 2016 from Christina Varni Collections Specialist with a copy of our contract stating that we owe them $1,146.67. I called her and spoke with her letting her know that I am willing to pay a small cancellation fee ($150 as it is customary with cell phone companies). She insisted that I pay the entire amount even though I will not be using their services. Now I have been sent to collection. Today 6/14/16 I spoke with Erik Hasten Customer Service Manager and he repeated the same and went as far as telling me that it was my choice to close down my shop, to move out of state not his, our reasons are not compelling and they expect the payment to be made in full. read more

We have used First Alarm for our home security system for many years. They have been excellent. Their customer service is very good, prompt and we have never had any issues. They are also very responsive if our alarm goes off and I always feel very safe and assurred that they will help. They are also very innovative and always improve their technology so that if you ever want or need to upgrade your system, they have great new products. I highly recommend First Alarm for home security systems. read more

I urgently had to install a home security system and First Alarm immediately responded to my request and helped me to feel more secure instantly! I truly appreciate their professional and courteous manner; their timely and thorough customer service; their easy-to-use system and helpful call center. They even came back to my house twice to add additional services and to explain all the features of my system. I feel safe knowing that First Alarm is protecting my home and the people inside it! I highly recommend them. read more